Implemented CTI ticket create screen popup on answering call.

LICENSE-3RD-PARTY.txt

@@ -57,7 +57,7 @@ License: MIT license
 highlight.pack.js
 Source: https://highlightjs.org
 Copyright: 2006 Ivan Sagalaev (https://github.com/isagalaev)
-License: BSD License
+License: BSD License (BSD-3-Clause)
 -----------------------------------------------------------------------------
 jquery.flot.js
 Source: https://github.com/dnschnur/flot
@@ -74,7 +74,7 @@ jquery.fineuploader-3.0.js
 Source: http://github.com/Valums-File-Uploader/file-uploader
 Copyright: 2010 Andrew Valums <andrew(at)valums.com>
            2012 Ray Nicholus <fineuploader(at)garstasio.com>
-License: MIT license, GNU GPL 2 or later, GNU LGPL 2 or later
+License: GNU GPL 2 or later, GNU LGPL 2 or later
 -----------------------------------------------------------------------------
 jquery.noty.js
 Source: https://github.com/needim/noty/
@@ -171,7 +171,7 @@ License: MIT license
 Font Awesome icon font
 Source: http://fontawesome.io/
 Copyright: Font Awesome by Dave Gandy - http://fontawesome.io
-License: SIL OFL 1.1
+License: MIT License
 -----------------------------------------------------------------------------
 Simple line icons font
 Source: https://github.com/thesabbir/simple-line-icons

app/assets/javascripts/app/controllers/_integration/cti.coffee

@@ -26,8 +26,10 @@ class Form extends App.Controller
     'submit form': 'update'
     'click .js-inboundBlockCallerId .js-add': 'addInboundBlockCallerId'
     'click .js-outboundRouting .js-add': 'addOutboundRouting'
+    'click .js-notifyMap .js-addMap': 'addNotifyMap'
     'click .js-inboundBlockCallerId .js-remove': 'removeInboundBlockCallerId'
     'click .js-outboundRouting .js-remove': 'removeOutboundRouting'
+    'click .js-notifyMap .js-removeMap': 'removeNotifyMap'
 
   constructor: ->
     super
@@ -43,6 +45,8 @@ class Form extends App.Controller
       config.inbound = {}
     if !config.inbound.block_caller_ids
       config.inbound.block_caller_ids = []
+    if !config.notify_map
+      config.notify_map = []
     config
 
   setConfig: (value) ->
@@ -56,6 +60,32 @@ class Form extends App.Controller
       cti_token: App.Setting.get('cti_token')
     )
 
+    # placeholder
+    configure_attributes = [
+      { name: 'user_ids', display: '', tag: 'column_select', multiple: true, null: true, relation: 'User', sortBy: 'firstname' },
+    ]
+    new App.ControllerForm(
+      el: @$('.js-userSelectorBlank')
+      model:
+        configure_attributes: configure_attributes,
+      params:
+        user_ids: []
+      autofocus: false
+    )
+
+    for row in @config.notify_map
+      configure_attributes = [
+        { name: 'user_ids', display: '', tag: 'column_select', multiple: true, null: true, relation: 'User', sortBy: 'firstname' },
+      ]
+      new App.ControllerForm(
+        el: @$("[name=queue][value='#{row.queue}']").closest('tr').find('.js-userSelector')
+        model:
+          configure_attributes: configure_attributes,
+        params:
+          user_ids: row.user_ids
+        autofocus: false
+      )
+
   updateCurrentConfig: =>
     config = @config
     cleanupInput = @cleanupInput
@@ -88,6 +118,17 @@ class Form extends App.Controller
       }
     )
 
+    # notify map
+    config.notify_map = []
+    @$('.js-notifyMap .js-row').each(->
+      queue = $(@).find('input[name="queue"]').val()
+      user_ids = $(@).find('select[name="user_ids"]').val()
+      config.notify_map.push {
+        queue: cleanupInput(queue)
+        user_ids: user_ids
+      }
+    )
+
     @config = config
 
   update: (e) =>
@@ -127,6 +168,41 @@ class Form extends App.Controller
     }
     @render()
 
+  addNotifyMap: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    queue = @cleanupInput(element.find('input[name="queue"]').val())
+    user_ids = element.find('select[name="user_ids"]').val()
+    if _.isEmpty(queue)
+      @notify(
+        type:    'error'
+        msg:     App.i18n.translateContent('A queue is required!')
+        timeout: 6000
+      )
+      return
+    if _.isEmpty(user_ids)
+      @notify(
+        type:    'error'
+        msg:     App.i18n.translateContent('A user is required!')
+        timeout: 6000
+      )
+      return
+
+    for row in @config.notify_map
+      if row.queue is queue
+        @notify(
+          type:    'error'
+          msg:     App.i18n.translateContent('Queue already exists!')
+          timeout: 6000
+        )
+        return
+    @config.notify_map.push {
+      queue: queue
+      user_ids: user_ids
+    }
+    @render()
+
   removeInboundBlockCallerId: (e) =>
     e.preventDefault()
     @updateCurrentConfig()
@@ -141,6 +217,13 @@ class Form extends App.Controller
     element.remove()
     @updateCurrentConfig()
 
+  removeNotifyMap: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    element.remove()
+    @updateCurrentConfig()
+
 class State
   @current: ->
     App.Setting.get('cti_integration')

app/assets/javascripts/app/controllers/_integration/placetel.coffee

@@ -25,9 +25,11 @@ class Form extends App.Controller
   events:
     'submit form': 'update'
     'click .js-inboundBlockCallerId .js-add': 'addInboundBlockCallerId'
-    'click .js-outboundRouting .js-add': 'addOutboundRouting'
     'click .js-inboundBlockCallerId .js-remove': 'removeInboundBlockCallerId'
+    'click .js-outboundRouting .js-add': 'addOutboundRouting'
     'click .js-outboundRouting .js-remove': 'removeOutboundRouting'
+    'click .js-userDeviceMap .js-add': 'addUserDeviceMap'
+    'click .js-userDeviceMap .js-remove': 'removeUserDeviceMap'
 
   constructor: ->
     super
@@ -43,6 +45,8 @@ class Form extends App.Controller
       config.inbound = {}
     if !config.inbound.block_caller_ids
       config.inbound.block_caller_ids = []
+    if !config.user_device_map
+      config.user_device_map = []
     config
 
   setConfig: (value) ->
@@ -60,7 +64,7 @@ class Form extends App.Controller
     config = @config
     cleanupInput = @cleanupInput
 
-    config.api_token = @$('input[name=api_token]').val()
+    config.api_token = cleanupInput(@$('input[name=api_token]').val())
 
     # default caller_id
     default_caller_id = @$('input[name=default_caller_id]').val()
@@ -90,6 +94,17 @@ class Form extends App.Controller
       }
     )
 
+    # user device map
+    config.user_device_map = []
+    @$('.js-userDeviceMap .js-row').each(->
+      device_id = $(@).find('input[name="device_id"]').val()
+      user_id = $(@).find('input[name="user_id"]').val()
+      config.user_device_map.push {
+        device_id: device_id
+        user_id: user_id
+      }
+    )
+
     @config = config
 
   update: (e) =>
@@ -114,6 +129,13 @@ class Form extends App.Controller
     }
     @render()
 
+  removeInboundBlockCallerId: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    element.remove()
+    @updateCurrentConfig()
+
   addOutboundRouting: (e) =>
     e.preventDefault()
     @updateCurrentConfig()
@@ -129,14 +151,27 @@ class Form extends App.Controller
     }
     @render()
 
-  removeInboundBlockCallerId: (e) =>
+  removeOutboundRouting: (e) =>
     e.preventDefault()
     @updateCurrentConfig()
     element = $(e.currentTarget).closest('tr')
     element.remove()
     @updateCurrentConfig()
 
-  removeOutboundRouting: (e) =>
+  addUserDeviceMap: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    user_id = @cleanupInput(element.find('input[name="user_id"]').val())
+    device_id = @cleanupInput(element.find('input[name="device_id"]').val())
+    return if _.isEmpty(user_id) || _.isEmpty(device_id)
+    @config.user_device_map.push {
+      user_id: user_id
+      device_id: device_id
+    }
+    @render()
+
+  removeUserDeviceMap: (e) =>
     e.preventDefault()
     @updateCurrentConfig()
     element = $(e.currentTarget).closest('tr')

app/assets/javascripts/app/controllers/_integration/sipgate_io.coffee

@@ -28,6 +28,8 @@ class Form extends App.Controller
     'click .js-outboundRouting .js-add': 'addOutboundRouting'
     'click .js-inboundBlockCallerId .js-remove': 'removeInboundBlockCallerId'
     'click .js-outboundRouting .js-remove': 'removeOutboundRouting'
+    'click .js-userRemoteMap .js-add': 'addUserRemoteMap'
+    'click .js-userRemoteMap .js-remove': 'removeUserRemoteMap'
 
   constructor: ->
     super
@@ -43,6 +45,8 @@ class Form extends App.Controller
       config.inbound = {}
     if !config.inbound.block_caller_ids
       config.inbound.block_caller_ids = []
+    if !config.user_remote_map
+      config.user_remote_map = []
     config
 
   setConfig: (value) ->
@@ -59,6 +63,9 @@ class Form extends App.Controller
     config = @config
     cleanupInput = @cleanupInput
 
+    config.api_user = cleanupInput(@$('input[name=api_user]').val())
+    config.api_password = cleanupInput(@$('input[name=api_password]').val())
+
     # default caller_id
     default_caller_id = @$('input[name=default_caller_id]').val()
     config.outbound.default_caller_id = cleanupInput(default_caller_id)
@@ -87,6 +94,17 @@ class Form extends App.Controller
       }
     )
 
+    # user device map
+    config.user_remote_map = []
+    @$('.js-userRemoteMap .js-row').each(->
+      remote_user_id = $(@).find('input[name="remote_user_id"]').val()
+      user_id = $(@).find('input[name="user_id"]').val()
+      config.user_remote_map.push {
+        remote_user_id: remote_user_id
+        user_id: user_id
+      }
+    )
+
     @config = config
 
   update: (e) =>
@@ -140,6 +158,26 @@ class Form extends App.Controller
     element.remove()
     @updateCurrentConfig()
 
+  addUserRemoteMap: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    user_id = @cleanupInput(element.find('input[name="user_id"]').val())
+    remote_user_id = @cleanupInput(element.find('input[name="remote_user_id"]').val())
+    return if _.isEmpty(user_id) || _.isEmpty(remote_user_id)
+    @config.user_remote_map.push {
+      user_id: user_id
+      remote_user_id: remote_user_id
+    }
+    @render()
+
+  removeUserRemoteMap: (e) =>
+    e.preventDefault()
+    @updateCurrentConfig()
+    element = $(e.currentTarget).closest('tr')
+    element.remove()
+    @updateCurrentConfig()
+
 class State
   @current: ->
     App.Setting.get('sipgate_integration')

app/assets/javascripts/app/controllers/agent_ticket_create.coffee

@@ -199,7 +199,7 @@ class App.TicketCreate extends App.Controller
 
     if _.isEmpty(params.ticket_id) && _.isEmpty(params.article_id)
       if !_.isEmpty(params.customer_id)
-        @renderQueue(options: { customer_id: params.customer_id })
+        @renderQueue(options: params)
         return
       @renderQueue()
       return

app/assets/javascripts/app/controllers/cti.coffee

@@ -6,7 +6,7 @@ class App.CTI extends App.Controller
     '.js-callerLog': 'callerLog'
   events:
     'click .js-check': 'done'
-    'click .js-userNew': 'userNew'
+    'click .js-newUser': 'newUser'
   list: []
   backends: []
   meta:
@@ -32,9 +32,30 @@ class App.CTI extends App.Controller
       return if data.state isnt 'newCall'
       return if data.direction isnt 'in'
       return if @switch() isnt true
-      @notify(data)
+      if !document.hasFocus()
+        @notify(data)
       'cti_event'
     )
+    @bind('menu:render', (data) =>
+      return if @switch() isnt true
+      localHtml = ''
+      for item in @ringingCalls()
+        localHtml += App.view('navigation/menu_cti_ringing')(
+          item: item
+        )
+      $('.js-phoneMenuItem').after(localHtml)
+      $('.call-widget').find('.js-newUser').bind('click', (e) =>
+        @newUser(e)
+      )
+      $('.call-widget').find('.js-newTicket').bind('click', (e) =>
+        user = undefined
+        user_id = $(e.currentTarget).data('user-id')
+        if user_id
+          user = App.User.find(user_id)
+        console.log('user_id', user_id, user)
+        @newTicket(user)
+      )
+    )
     @bind('auth', (data) =>
       @meta.counter = 0
     )
@@ -57,6 +78,13 @@ class App.CTI extends App.Controller
       @initSpoolSent = true
     )
 
+  ringingCalls: =>
+    ringing = []
+    for row in @list
+      if row.state is 'newCall' && row.done is false
+        ringing.push row
+    ringing
+
   # fetch data, render view
   load: ->
     @ajax(
@@ -148,8 +176,18 @@ class App.CTI extends App.Controller
         item.disabled = false
 
     @removePopovers()
-    @callerLog.html(App.view('cti/caller_log')(list: @list))
+
-    @renderPopovers()
+    list = $(App.view('cti/caller_log')(list: @list))
+    list.find('.js-avatar').each( ->
+      $element = $(@)
+      new WidgetAvatar(
+        el:        $element
+        object_id: $element.attr('data-id')
+        level:     $element.attr('data-level')
+        size:      40
+      )
+    )
+    @callerLog.html(list)
 
     @updateNavMenu()
 
@@ -163,9 +201,15 @@ class App.CTI extends App.Controller
       data:  JSON.stringify(done: done)
     )
 
-  userNew: (e) ->
+  newTicket: (user) =>
+    if user
+      @navigate("ticket/create/customer/#{user.id}")
+      return
+    @navigate('ticket/create')
+
+  newUser: (e) ->
     e.preventDefault()
-    phone = $(e.currentTarget).text()
+    phone = $(e.currentTarget).data('phone')
     new App.ControllerGenericNew(
       pageData:
         title:     'Users'
@@ -176,7 +220,7 @@ class App.CTI extends App.Controller
       genericObject: 'User'
       item:
         phone: phone
-      container: @el.closest('.content')
+      #container: @el.closest('.content')
       callback: @ticketNew
     )
 
@@ -221,6 +265,33 @@ class App.CTI extends App.Controller
   currentPosition: =>
     @$('.main').scrollTop()
 
+class WidgetAvatar extends App.ObserverController
+  @extend App.PopoverProvidable
+  @registerPopovers 'User'
+
+  model: 'User'
+  observe:
+    login: true
+    firstname: true
+    lastname: true
+    organization_id: true
+    email: true
+    image: true
+    vip: true
+    out_of_office: true,
+    out_of_office_start_at: true,
+    out_of_office_end_at: true,
+    out_of_office_replacement_id: true,
+    active: true
+
+  globalRerender: false
+
+  render: (user) =>
+    classes = ['user-popover', 'u-textTruncate']
+    classes.push('is-inactive') if !user.active
+    @html(App.view('cti/caller_log_avatar')(user: user, classes: classes, level: @level))
+    @renderPopovers()
+
 class CTIRouter extends App.ControllerPermanent
   requiredPermission: 'cti.agent'
   constructor: (params) ->

app/assets/javascripts/app/controllers/widget/remote_task.coffee

@@ -0,0 +1,15 @@
+class Widget extends App.Controller
+  serverRestarted: false
+  constructor: ->
+    super
+
+    App.Event.bind(
+      'remote_task'
+      (data) =>
+        console.log('remote_task', data)
+        App.TaskManager.execute(data)
+        @navigate(data.url)
+      'remote_task'
+    )
+
+App.Config.set('remote_task', Widget, 'Widgets')

app/assets/javascripts/app/lib/mixins/view_helpers.coffee

@@ -200,6 +200,20 @@ App.ViewHelpers =
     return true if contentType.match(/image\/(png|jpg|jpeg|gif)/i)
     false
 
+  unique_avatar: (seed, text, size = 40) ->
+    baseSize = 40
+    width  = 300 * size/baseSize
+    height = 226 * size/baseSize
+
+    rng = new Math.seedrandom(seed)
+    x   = rng() * (width - size)
+    y   = rng() * (height - size)
+
+    return App.view('avatar_unique')
+      x: x
+      y: y
+      initials: text
+
   # icon with modifier based on visibility state
   # params: className, iconset, addStateClass
   iconWithModifier: (item, params) ->

app/assets/javascripts/app/views/cti/caller_log.jst.eco

@@ -13,9 +13,9 @@
   </thead>
   <tbody>
     <% for item in @list: %>
-    <tr <% if item.done: %>class="is-grayed-out"<% end %> data-id="<%- item.id %>">
+    <tr class="u-center<% if item.done: %> is-grayed-out<% end %>" data-id="<%- item.id %>">
-      <td class="table-checkbox" style="vertical-align: middle">
+      <td class="table-checkbox u-positionOrigin">
-        <label class="checkbox-replacement<% if item.disabled is true: %> is-disabled<% end %>">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen<% if item.disabled is true: %> is-disabled<% end %>">
           <input type="checkbox" class="js-check"<% if item.done: %> checked<% end %><% if item.disabled is true: %> disabled<% end %>>
           <%- @Icon('checkbox', 'icon-unchecked') %>
           <%- @Icon('checkbox-checked', 'icon-checked') %>
@@ -26,31 +26,42 @@
         <% if item.preferences.from && !_.isEmpty(item.preferences.from): %>
           <% for caller_id in item.preferences.from: %>
             <% if caller_id.user_id && App.User.exists(caller_id.user_id): %>
+              <% if shown: %><div class="spacer"></div><% end %>
+              <div class="user-card">
+                <div class="js-avatar" data-id="<%- caller_id.user_id %>" data-level="<%= caller_id.level %>"></div>
+                <a class="text-muted" href="<%- App.Utils.phoneify(item.from_pretty) %>"><%= item.from_pretty %></a>
+              </div>
               <% shown = true %>
-              <% user = App.User.fullLocal(caller_id.user_id) %>
-              <% classes = ['user-popover'] %>
-              <% classes.push('is-inactive') if !user.active %>
-              <% if caller_id.level isnt 'known': %><%- @T('maybe') %> <% end %>
-              <span class="<%= classes.join(' ') %>" data-id="<%- user.id %>"><%= user.displayNameLong() %></span><br>
             <% else if !_.isEmpty(caller_id.comment): %>
               <% shown = true %>
-              <%- @T('maybe') %> <%= caller_id.comment %><br>
+              <div class="user-card">
+                <%- @unique_avatar(caller_id.comment, caller_id.comment.split(" ").map((name) -> name[0]).join("")) %>
+                <%- @T('maybe') %>: <%= caller_id.comment %><br>
+                <a class="text-muted" href="<%- App.Utils.phoneify(item.from_pretty) %>"><%= item.from_pretty %></a>
+              </div>
             <% end %>
           <% end %>
         <% end %>
         <% if !shown && !_.isEmpty(item.from_comment): %>
           <% shown = true %>
-          <%= item.from_comment %>
+          <div class="user-card">
-          <br>
+            <%- @unique_avatar(item.from_comment, item.from_comment.split(" ").map((name) -> name[0]).join("")) %>
+            <%= item.from_comment %><br>
+            <a class="text-muted" href="<%- App.Utils.phoneify(item.from_pretty) %>"><%= item.from_pretty %></a>
+          </div>
         <% end %>
-        <% if shown: %>
+        <% if !shown: %>
-          <small><%= item.from_pretty %></small>
+          <div class="user-card">
-        <% else: %>
+            <%- @unique_avatar(item.from_pretty || item.from, '??') %>
           <% if !_.isEmpty(item.from_pretty): %>
-            <span class="js-userNew u-clickable" href="#"><%= item.from_pretty %></span>
+            <a class="inherit-color" href="<%- App.Utils.phoneify(item.from_pretty) %>"><%= item.from_pretty %></a>
+            <% if item.direction is 'in': %>
+            <div class="btn btn--text btn--create no-padding js-newUser" href="#" data-phone="<%= item.from_pretty %>"><%- @Icon('plus-small') %> <span><%- @T('Create User') %></div>
+            <% end %>
           <% else: %>
-            <span><%= item.from %></span>
+            <a class="inherit-color" href="<%- App.Utils.phoneify(item.from) %>"><%= item.from %></a>
           <% end %>
+          </div>
         <% end %>
       </td>
       <td>
@@ -59,41 +70,53 @@
           <% for caller_id in item.preferences.to: %>
             <% if caller_id.user_id && App.User.exists(caller_id.user_id): %>
               <% shown = true %>
-              <% user = App.User.fullLocal(caller_id.user_id) %>
+              <div class="user-card">
-              <% classes = ['user-popover'] %>
+                <div class="js-avatar" data-id="<%- caller_id.user_id %>" data-level="<%= caller_id.level %>"></div>
-              <% classes.push('is-inactive') if !user.active %>
+                <a class="text-muted" href="<%- App.Utils.phoneify(item.to_pretty) %>"><%= item.to_pretty %></a>
-              <% if caller_id.level isnt 'known': %><%- @T('maybe') %> <% end %>
+              </div>
-              <span class="<%= classes.join(' ') %>" data-id="<%- user.id %>"><%= user.displayNameLong() %></span><br>
             <% else if !_.isEmpty(caller_id.comment): %>
               <% shown = true %>
-              <%- @T('maybe') %> <%= caller_id.comment %><br>
+              <div class="user-card">
+                <%- @unique_avatar(caller_id.comment, caller_id.comment.split(" ").map((name) -> name[0]).join("")) %>
+                <%- @T('maybe') %>: <%= caller_id.comment %><br>
+                <a class="text-muted" href="<%- App.Utils.phoneify(item.to_pretty) %>"><%= item.to_pretty %></a>
+              </div>
             <% end %>
           <% end %>
         <% end %>
         <% if !shown && !_.isEmpty(item.to_comment): %>
           <% shown = true %>
-          <%= item.to_comment %>
+          <div class="user-card">
-          <br>
+            <%- @unique_avatar(item.to_comment, item.to_comment.split(" ").map((name) -> name[0]).join("")) %>
+            <%= item.to_comment %><br>
+            <a class="text-muted" href="<%- App.Utils.phoneify(item.to_pretty) %>"><%= item.to_pretty %></a>
+          </div>
         <% end %>
-        <% if shown: %>
+        <% if !shown: %>
-          <small><%= item.to_pretty %></small>
+          <div class="user-card">
-        <% else: %>
+            <% if item.direction isnt 'in': %>
+              <%- @unique_avatar(item.to_pretty || item.to, '??') %>
+            <% end %>
           <% if !_.isEmpty(item.to_pretty): %>
-            <%= item.to_pretty %>
+            <a class="inherit-color" href="<%- App.Utils.phoneify(item.to_pretty) %>"><%= item.to_pretty %></a>
+            <% if item.direction is 'out': %>
+            <div class="btn btn--text btn--create no-padding js-newUser" href="#" data-phone="<%= item.to_pretty %>"><%- @Icon('plus-small') %> <span><%- @T('Create User') %></div>
+            <% end %>
           <% else: %>
-            <%= item.to %>
+            <a class="inherit-color" href="<%- App.Utils.phoneify(item.to) %>"><%= item.to %></a>
           <% end %>
+          </div>
         <% end %>
       </td>
       <!--<td style="vertical-align: middle"><%= item.queue %></td>-->
-      <td style="vertical-align: middle">
+      <td>
         <% if item.state_human: %>
         <%- @Icon('status', "#{item.status_class} inline") %> <%- @T(item.state_human) %>
         <% end %>
       </td>
-      <td style="vertical-align: middle"><%= @time_duration(item.duration_waiting_time) %></td>
+      <td><%= @time_duration(item.duration_waiting_time) %></td>
-      <td style="vertical-align: middle"><%= @time_duration(item.duration_talking_time) %></td>
+      <td><%= @time_duration(item.duration_talking_time) %></td>
-      <td style="vertical-align: middle"><%- @humanTime(item.created_at) %></td>
+      <td><%- @humanTime(item.created_at) %></td>
     </tr>
     <% end %>
   </tbody>

app/assets/javascripts/app/views/cti/caller_log_avatar.jst.eco

@@ -0,0 +1,2 @@
+<%- @user.avatar() %>
+<div class="<%= @classes.join(' ') %>" data-id="<%- @user.id %>"><% if @level isnt 'known': %><%- @T('maybe') %>: <% end %><%= @user.displayNameLong() %></div>

app/assets/javascripts/app/views/integration/cti.jst.eco

@@ -93,5 +93,32 @@
     </table>
   </div>
 
+  <h2><%- @T('Notify Map') %></h2>
+
+  <p><%- @T('Notify certain users by matching caller id.') %><%- @T('If no mapping is defined, all user get notified about any event.') %>
+
+  <div class="settings-entry">
+    <table class="settings-list js-notifyMap" style="width: 100%;">
+      <thead>
+        <tr>
+          <th width="30%"><%- @T('Destination caller id or queue') %>
+          <th width="60%"><%- @T('Agents') %>
+          <th width="10%"><%- @T('Action') %>
+      </thead>
+      <tbody>
+<% for row in @config.notify_map: %>
+        <tr class="js-row">
+          <td class="settings-list-control-cell"><input name="queue" value="<%= row.queue %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell js-userSelector">
+          <td class="settings-list-row-control"><div class="btn btn--text js-removeMap"><%- @Icon('trash') %> <%- @T('Remove') %></div>
+<% end %>
+        <tr>
+          <td class="settings-list-control-cell"><input name="queue" value="" placeholder="4930609854189" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell js-userSelectorBlank">
+          <td class="settings-list-row-control"><div class="btn btn--text btn--create js-addMap"><%- @Icon('plus-small') %> <%- @T('Add') %></div>
+      </tbody>
+    </table>
+  </div>
+
   <button type="submit" class="btn btn--primary js-submit"><%- @T('Save') %></button>
 </form>

app/assets/javascripts/app/views/integration/placetel.jst.eco

@@ -2,7 +2,7 @@
 
   <h2>Placetel <%- @T('Settings') %></h2>
 
-  <p><%- @T('You need to configure the Zammad endpoints in the %s', 'Placetel') %>:<p>
+  <p><%- @T('You need to configure the Zammad endpoints in the %s web interface', 'Placetel') %>:<p>
 
   <div class="settings-entry">
     <table class="settings-list" style="width: 100%;">
@@ -109,5 +109,32 @@
     </table>
   </div>
 -->
+  <h2><%- @T('User assignment to telephones') %></h2>
+
+  <p><%- @T('User assignment to telephones to be able to offer extended like open new ticket screen on answering a call.') %>
+
+  <div class="settings-entry">
+    <table class="settings-list js-userDeviceMap" style="width: 100%;">
+      <thead>
+        <tr>
+          <th width="45%"><%- @T('Placetel') %>/<%- @T('Device') %>
+          <th width="45%"><%- @T('Zammad') %>/<%- @T('User') %>
+          <th width="10%"><%- @T('Action') %>
+      </thead>
+      <tbody>
+<% for row in @config.user_device_map: %>
+        <tr class="js-row">
+          <td class="settings-list-control-cell"><input name="device_id" value="<%= row.device_id %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell"><input name="user_id" value="<%= row.user_id %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-row-control"><div class="btn btn--text js-remove"><%- @Icon('trash') %> <%- @T('Remove') %></div>
+<% end %>
+        <tr>
+          <td class="settings-list-control-cell"><input name="device_id" value="" placeholder="e. g. 777042617425@fpbx.de" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell"><input name="user_id" value="" placeholder="<%- @Ti('e. g. user@example.com') %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-row-control"><div class="btn btn--text btn--create js-add"><%- @Icon('plus-small') %> <%- @T('Add') %></div>
+      </tbody>
+    </table>
+  </div>
+
   <button type="submit" class="btn btn--primary js-submit"><%- @T('Save') %></button>
 </form>

app/assets/javascripts/app/views/integration/sipgate.jst.eco

@@ -2,7 +2,7 @@
 
   <h2>sipgate.io <%- @T('Settings') %></h2>
 
-  <p><%- @T('You need to configure the Zammad endpoints in the Sipgate web interface') %>:<p>
+  <p><%- @T('You need to configure the Zammad endpoints in the %s web interface', 'Sipgate') %>:<p>
 
   <div class="settings-entry">
     <table class="settings-list" style="width: 100%;">
@@ -96,5 +96,51 @@
     </table>
   </div>
 
+  <p><%- @T('In order for Zammad to access %s, a %s API user and password must be stored here', 'Sipgate', 'Sipgate') %>:<p>
+  <div class="settings-entry">
+    <table class="settings-list" style="width: 100%;">
+      <thead>
+        <tr>
+          <th width="20%"><%- @T('Type') %>
+          <th width="80%"><%- @T('Content') %>
+      </thead>
+      <tbody>
+        <tr>
+          <td class="settings-list-row-control"><%- @T('API User') %>
+          <td class="settings-list-control-cell"><input type="input" class="form-control form-control--small js-select" value="<%= @config.api_user %>" name="api_user" placeholder="someuser@example.com">
+        <tr>
+          <td class="settings-list-row-control"><%- @T('API Password') %>
+          <td class="settings-list-control-cell"><input type="password" class="form-control form-control--small js-select" value="<%= @config.api_password %>" name="api_password" placeholder="">
+      </tbody>
+    </table>
+  </div>
+
+  <h2><%- @T('User assignment to Sipgate users') %></h2>
+
+  <p><%- @T('User assignment to Sipgate users to be able to offer extended like open new ticket screen on answering a call.') %>
+
+  <div class="settings-entry">
+    <table class="settings-list js-userRemoteMap" style="width: 100%;">
+      <thead>
+        <tr>
+          <th width="45%"><%- @T('Sipgate') %>/<%- @T('User') %>
+          <th width="45%"><%- @T('Zammad') %>/<%- @T('User') %>
+          <th width="10%"><%- @T('Action') %>
+      </thead>
+      <tbody>
+<% for row in @config.user_remote_map: %>
+        <tr class="js-row">
+          <td class="settings-list-control-cell"><input name="remote_user_id" value="<%= row.remote_user_id %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell"><input name="user_id" value="<%= row.user_id %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-row-control"><div class="btn btn--text js-remove"><%- @Icon('trash') %> <%- @T('Remove') %></div>
+<% end %>
+        <tr>
+          <td class="settings-list-control-cell"><input name="remote_user_id" value="" placeholder="e. g. W123" class="form-control form-control--small js-summary">
+          <td class="settings-list-control-cell"><input name="user_id" value="" placeholder="<%- @Ti('e. g. user@example.com') %>" class="form-control form-control--small js-summary">
+          <td class="settings-list-row-control"><div class="btn btn--text btn--create js-add"><%- @Icon('plus-small') %> <%- @T('Add') %></div>
+      </tbody>
+    </table>
+  </div>
+
   <button type="submit" class="btn btn--primary js-submit"><%- @T('Save') %></button>
 </form>

app/assets/javascripts/app/views/navigation/menu.jst.eco

@@ -14,7 +14,7 @@
           <li class="divider"></li>
         <% end %>
         <% if item.navheader: %>
-          <li class="dropdown-header"><%- @T( item.navheader ) %></li>
+          <li class="dropdown-header"><%- @T(item.navheader) %></li>
         <% end %>
         <li><a href="<%= item.target %>"><%- @T( item.name ) %><% if item['count'] isnt undefined: %><span class="badge badge--text count"><%= item['count'] %></span><% end %></a></li>
       <% end %>

app/assets/javascripts/app/views/navigation/menu_cti_ringing.jst.eco

@@ -0,0 +1,60 @@
+<div class="call-widget">
+  <div class="call-widget-header">
+    <%- @Icon('status', "neutral") %>
+    <div class="label"><%- @T('Inbound Call') %></div>
+    <!--
+    <div class="flex-spacer"></div>
+    <div class="btn btn--text js-remove" title="<%- @Ti('Remove') %>"><%- @Icon('diagonal-cross') %></div>
+    -->
+  </div>
+  <div class="horizontal center">
+    <% user = undefined %>
+    <% shown = false %>
+    <% if @item.preferences.from && !_.isEmpty(@item.preferences.from): %>
+      <% for caller_id in @item.preferences.from: %>
+        <% if caller_id.user_id && App.User.exists(caller_id.user_id): %>
+          <% user = App.User.fullLocal(caller_id.user_id) %>
+          <% classes = ['user-popover', 'u-textTruncate'] %>
+          <% classes.push('is-inactive') if !user.active %>
+          <% if shown: %><div class="spacer"></div><% end %>
+          <div class="user-card">
+            <a href="<%- user.uiUrl() %>"><%- user.avatar() %></a>
+            <div class="<%= classes.join(' ') %>" data-id="<%- user.id %>"><% if caller_id.level isnt 'known': %><%- @T('maybe') %>: <% end %><%= user.displayNameLong() %></div>
+            <span class="text-muted"><%= @item.from_pretty %></span>
+          </div>
+          <% shown = true %>
+        <% else if !_.isEmpty(caller_id.comment): %>
+          <% shown = true %>
+          <div class="user-card">
+            <%- @unique_avatar(caller_id.comment, caller_id.comment.split(" ").map((name) -> name[0]).join("")) %>
+            <%- @T('maybe') %>: <%= caller_id.comment %><br>
+            <span class="text-muted"><%= @item.from_pretty %></span>
+          </div>
+        <% end %>
+      <% end %>
+    <% end %>
+    <% if !shown && !_.isEmpty(@item.from_comment): %>
+      <% shown = true %>
+      <div class="user-card">
+        <%- @unique_avatar(@item.from_comment, @item.from_comment.split(" ").map((name) -> name[0]).join("")) %>
+        <%= @item.from_comment %><br>
+        <span class="text-muted"><%= @item.from_pretty %></span>
+      </div>
+    <% end %>
+    <% if !shown: %>
+      <div class="user-card">
+        <%- @unique_avatar(@item.from_pretty || @item.from, '??') %>
+      <% if !_.isEmpty(@item.from_pretty): %>
+        <a class="inherit-color" href="<%- App.Utils.phoneify(@item.from_pretty) %>"><%= @item.from_pretty %></a>
+        <% if @item.direction is 'in': %>
+        <div class="btn btn--text btn--create no-padding js-newUser" href="#" data-phone="<%= @item.from_pretty %>"><%- @Icon('plus-small') %> <span><%- @T('Create User') %></div>
+        <% end %>
+      <% else: %>
+        <a class="inherit-color" href="<%- App.Utils.phoneify(@item.from) %>"><%= @item.from %></a>
+      <% end %>
+      </div>
+    <% end %>
+    <div class="flex-spacer"></div>
+    <div class="btn btn--small btn--quad btn--create space-left js-newTicket" title="<%- @Ti('New Ticket') %>" data-user-id="<% if user: %><%- user.id %><% end %>"><%- @Icon('plus') %></div>
+  </div>
+</div>

app/assets/stylesheets/zammad.scss

@@ -115,6 +115,10 @@ strong {
   font-weight: 500;
 }
 
+.inherit-color {
+  color: inherit;
+}
+
 .text-muted {
   color: hsl(60,1%,74%);
 }
@@ -419,6 +423,10 @@ pre code.hljs {
   &--small {
     padding-top: 5px;
     padding-bottom: 4px;
+    
+    &.btn--quad {
+      padding: 4px 5px;
+    }
   }
 
   &--slim {
@@ -588,12 +596,18 @@ pre code.hljs {
     background: none;
     vertical-align: baseline;
     text-align: start;
-    
+
     .table & {
       margin: 0;
       min-height: 38px;
     }
 
+    &.no-padding {
+      padding: 0;
+      margin: 0;
+      min-height: auto;
+    }
+
     .icon {
       opacity: 1;
       margin-right: 6px;
@@ -662,7 +676,7 @@ pre code.hljs {
     padding: 10px 12px 9px;
 
     .icon {
-      margin-top: -1px;
+      margin: -1px;
     }
   }
 
@@ -1111,6 +1125,10 @@ th.align-right {
   }
 }
 
+.table > tbody > tr.u-center > td {
+  vertical-align: middle;
+}
+
 .table-hover > tbody > tr:hover,
 .table-hover > tbody > tr.is-hover {
   background: white;
@@ -1161,9 +1179,15 @@ th.align-right {
 .table tr.is-grayed-out {
   color: hsl(120,1%,77%);
 
-  .icon {
+  .icon,
+  .btn span {
     opacity: 0.33;
   }
+
+  .avatar {
+    background: hsl(120,1%,86%);
+    text-shadow: none;
+  }
 }
 
 td .icon {
@@ -1321,6 +1345,11 @@ td .icon-trash {
 .table .radio-replacement {
   height: 40px;
   width: 40px;
+  
+  &.checkbox-replacement--fullscreen {
+    width: 100%;
+    height: 100%;
+  }
 }
 
 .table-overview tbody .icon-checkbox,
@@ -3665,6 +3694,45 @@ footer {
     margin-top: 2px;
   }
 
+  .call-widget {
+    background: hsl(228,17%,91%);
+    padding: 8px 10px;
+    
+    & + & {
+      border-top: 1px solid hsl(228,10%,81%);
+    }
+    
+    &-header {
+      display: flex;
+      color: inherit;
+      margin-bottom: 3px;
+      
+      .label {
+        color: inherit;
+        margin: 0;
+      }
+
+      .btn--text {
+        color: inherit;
+        opacity: .5;
+        
+        &:hover {
+          opacity: 1;
+        }
+      }
+
+      .icon-diagonal-cross {
+        width: 9px;
+        height: 9px;
+        margin-top: -5px;
+      }
+    }
+
+    .text-muted {
+      color: hsl(228,6%,67%);
+    }
+  }
+
 .tasks {
   background: #2c2d36;
   flex: 1;
@@ -4810,6 +4878,22 @@ footer {
   @extend .u-clickable;
 }
 
+.user-card {
+  padding: 2px 0 0 50px;
+  position: relative;
+  min-height: 40px;
+  max-width: 192px;
+  display: flex;
+  flex-direction: column;
+  justify-content: center;
+
+  .avatar {
+    position: absolute;
+    left: 0;
+    top: 0;
+  }
+}
+
 .stat-icon {
   position: relative;
 }

app/controllers/cti_controller.rb

@@ -23,7 +23,7 @@ class CtiController < ApplicationController
       }
     ]
 
-    result = Cti::Log.log
+    result = Cti::Log.log(current_user)
     result[:backends] = backends
     render json: result
   end

app/controllers/integration/cti_controller.rb

@@ -6,75 +6,35 @@ class Integration::CtiController < ApplicationController
 
   # notify about inbound call / block inbound call
   def event
-    if params['direction'] == 'in'
+    local_params = ActiveSupport::HashWithIndifferentAccess.new(params.permit!.to_h)
-      if params['event'] == 'newCall'
-        config_inbound = config_integration[:inbound] || {}
-        block_caller_ids = config_inbound[:block_caller_ids] || []
 
-        # check if call need to be blocked
+    cti = Cti::Driver::Cti.new(params: local_params, config: config_integration)
-        block_caller_ids.each do |item|
-          next unless item[:caller_id] == params['from']
 
-          render json: { action: 'reject', reason: 'busy' }, status: :ok
+    result = cti.process
 
-          #params['Reject'] = 'busy'
+    # check if inbound call should get rejected
-          params['comment'] = 'reject, busy'
+    if result[:action] == 'reject'
-          if params['user']
+      response_ok(action: 'reject', reason: 'busy')
-            params['comment'] = "#{params['user']} -> reject, busy"
-          end
-          Cti::Log.process(params)
-          return true
-        end
-      end
-
-      Cti::Log.process(params)
-
-      render json: {}, status: :ok
-      return true
-    elsif params['direction'] == 'out'
-      config_outbound = config_integration[:outbound]
-      routing_table = nil
-      default_caller_id = nil
-      if config_outbound.present?
-        routing_table = config_outbound[:routing_table]
-        default_caller_id = config_outbound[:default_caller_id]
-      end
-
-      # set callerId
-      data    = {}
-      to      = params[:to]
-      from    = nil
-      if to && routing_table.present?
-        routing_table.each do |row|
-          dest = row[:dest].gsub(/\*/, '.+?')
-          next if to !~ /^#{dest}$/
-
-          from = row[:caller_id]
-          data = {
-            action:    'dial',
-            caller_id: from,
-            number:    params[:to]
-          }
-          break
-        end
-        if data.blank? && default_caller_id.present?
-          from = default_caller_id
-          data = {
-            action:    'dial',
-            caller_id: default_caller_id,
-            number:    params[:to]
-          }
-        end
-      end
-      render json: data, status: :ok
-
-      if from.present?
-        params['from'] = from
-      end
-      Cti::Log.process(params)
       return true
     end
-    render json: { error: 'Invalid direction!' }, status: :unprocessable_entity
+
+    # check if oubound call change the outbound caller_id
+    if result[:action] == 'set_caller_id'
+      data = {
+        action:    'dial',
+        caller_id: result[:params][:from_caller_id],
+        number:    result[:params][:to_caller_id],
+      }
+      response_ok(data)
+      return true
+    end
+
+    if result[:action] == 'invalid_direction'
+      response_error('Invalid direction!')
+      return true
+    end
+
+    response_ok({})
   end
 
   private
@@ -115,4 +75,8 @@ class Integration::CtiController < ApplicationController
     render json: { error: error }, status: :unauthorized
   end
 
+  def response_ok(data)
+    render json: data, status: :ok
+  end
+
 end

app/controllers/integration/placetel_controller.rb

@@ -10,115 +10,29 @@ class Integration::PlacetelController < ApplicationController
 
     local_params = ActiveSupport::HashWithIndifferentAccess.new(params.permit!.to_h)
 
-    # do placetel event mapping
+    cti = Cti::Driver::Placetel.new(params: local_params, config: config_integration)
-    if local_params['event'] == 'IncomingCall'
-      local_params['direction'] = 'in'
-      local_params['event'] = 'newCall'
-    elsif local_params['event'] == 'HungUp'
-      local_params['event'] = 'hangup'
-    elsif local_params['event'] == 'CallAccepted'
-      local_params['event'] = 'answer'
-    end
 
-    if local_params['user'].blank? && local_params['peer']
+    result = cti.process
-      local_params['user'] = get_voip_user_by_peer(local_params['peer'])
-    end
 
-    if local_params['direction'].blank?
+    # check if inbound call should get rejected
-      entry = Cti::Log.find_by(call_id: params[:call_id])
+    if result[:action] == 'reject'
-      if entry
+      response_reject(result)
-        local_params['direction'] = entry.direction
-      end
-    end
-
-    if local_params['type'] == 'missed'
-      local_params['cause'] = 'cancel'
-    elsif local_params['type'] == 'voicemail'
-      local_params['cause'] = 'voicemail'
-    elsif local_params['type'] == 'blocked'
-      local_params['cause'] = 'blocked'
-    elsif local_params['type'] == 'accepted'
-      local_params['cause'] = 'normalClearing'
-    end
-
-    if local_params['direction'] == 'in'
-      if local_params['event'] == 'newCall'
-        config_inbound = config_integration[:inbound] || {}
-        block_caller_ids = config_inbound[:block_caller_ids] || []
-
-        # check if call need to be blocked
-        block_caller_ids.each do |item|
-          next unless item[:caller_id] == local_params['from']
-
-          xml = Builder::XmlMarkup.new(indent: 2)
-          xml.instruct!
-          content = xml.Response() do
-            xml.Reject('reason' => 'busy')
-          end
-          send_data content, type: 'application/xml; charset=UTF-8;'
-
-          #local_params['Reject'] = 'busy'
-          local_params['comment'] = 'reject, busy'
-          if local_params['user']
-            local_params['comment'] = "#{local_params['user']} -> reject, busy"
-          end
-          Cti::Log.process(local_params)
-          return true
-        end
-      end
-
-      Cti::Log.process(local_params)
-
-      xml = Builder::XmlMarkup.new(indent: 2)
-      xml.instruct!
-      content = xml.Response()
-      send_data content, type: 'application/xml; charset=UTF-8;'
-      return true
-    elsif local_params['direction'] == 'out'
-      config_outbound = config_integration[:outbound]
-      routing_table = nil
-      default_caller_id = nil
-      if config_outbound.present?
-        routing_table = config_outbound[:routing_table]
-        default_caller_id = config_outbound[:default_caller_id]
-      end
-
-      xml = Builder::XmlMarkup.new(indent: 2)
-      xml.instruct!
-
-      # set callerId
-      content = nil
-      to      = local_params[:to]
-      from    = nil
-      if to && routing_table.present?
-        routing_table.each do |row|
-          dest = row[:dest].gsub(/\*/, '.+?')
-          next if to !~ /^#{dest}$/
-
-          from = row[:caller_id]
-          content = xml.Response() do
-            xml.Dial(callerId: from) { xml.Number(params[:to]) }
-          end
-          break
-        end
-        if !content && default_caller_id.present?
-          from = default_caller_id
-          content = xml.Response() do
-            xml.Dial(callerId: default_caller_id) { xml.Number(params[:to]) }
-          end
-        end
-      else
-        content = xml.Response()
-      end
-      send_data(content, type: 'application/xml; charset=UTF-8;')
-
-      if from.present?
-        local_params['from'] = from
-      end
-      Cti::Log.process(local_params)
       return true
     end
-    response_error('Invalid direction!')
+
+    # check if oubound call change the outbound caller_id
+    if result[:action] == 'set_caller_id'
+      response_set_caller_id(result)
+      return true
+    end
+
+    if result[:action] == 'invalid_direction'
+      response_error('Invalid direction!')
+      return true
+    end
+
+    response_ok(response)
+    true
   end
 
   private
@@ -168,65 +82,29 @@ class Integration::PlacetelController < ApplicationController
     xml_error(error, 401)
   end
 
-  def get_voip_user_by_peer(peer)
+  def response_reject(_result)
-    load_voip_users[peer]
+    xml = Builder::XmlMarkup.new(indent: 2)
+    xml.instruct!
+    content = xml.Response() do
+      xml.Reject({ reason: 'busy' })
+    end
+    send_data content, type: 'application/xml; charset=UTF-8;'
   end
 
-  def load_voip_users
+  def response_set_caller_id(result)
-    return {} if config_integration.blank? || config_integration[:api_token].blank?
+    xml = Builder::XmlMarkup.new(indent: 2)
-
+    xml.instruct!
-    list = Cache.get('placetelGetVoipUsers')
+    content = xml.Response() do
-    return list if list
+      xml.Dial(callerId: result[:params][:from_caller_id]) { xml.Number(result[:params][:to_caller_id]) }
-
-    response = UserAgent.post(
-      'https://api.placetel.de/api/getVoIPUsers.json',
-      {
-        api_key: config_integration[:api_token],
-      },
-      {
-        log:           {
-          facility: 'placetel',
-        },
-        json:          true,
-        open_timeout:  4,
-        read_timeout:  6,
-        total_timeout: 6,
-      },
-    )
-    if !response.success?
-      logger.error "Can't fetch getVoipUsers from '#{url}', http code: #{response.code}"
-      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
-      return {}
     end
-    result = response.data
+    send_data(content, type: 'application/xml; charset=UTF-8;')
-    if result.blank?
-      logger.error "Can't fetch getVoipUsers from '#{url}', result: #{response.inspect}"
-      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
-      return {}
-    end
-    if result.is_a?(Hash) && (result['result'] == '-1' || result['result_code'] == 'error')
-      logger.error "Can't fetch getVoipUsers from '#{url}', result: #{result.inspect}"
-      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
-      return {}
-    end
-    if !result.is_a?(Array)
-      logger.error "Can't fetch getVoipUsers from '#{url}', result: #{result.inspect}"
-      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
-      return {}
-    end
-
-    list = {}
-    result.each do |entry|
-      next if entry['name'].blank?
-
-      if entry['uid'].present?
-        list[entry['uid']] = entry['name']
-      end
-      next if entry['uid2'].blank?
-
-      list[entry['uid2']] = entry['name']
-    end
-    Cache.write('placetelGetVoipUsers', list, { expires_in: 24.hours })
-    list
   end
+
+  def response_ok(_result)
+    xml = Builder::XmlMarkup.new(indent: 2)
+    xml.instruct!
+    content = xml.Response()
+    send_data content, type: 'application/xml; charset=UTF-8;'
+  end
+
 end

app/controllers/integration/sipgate_controller.rb

@@ -6,84 +6,33 @@ class Integration::SipgateController < ApplicationController
   before_action :check_configured
 
   # notify about inbound call / block inbound call
-  def in
+  def event
-    if params['event'] == 'newCall'
-      config_inbound = config_integration[:inbound] || {}
-      block_caller_ids = config_inbound[:block_caller_ids] || []
 
-      # check if call need to be blocked
+    local_params = ActiveSupport::HashWithIndifferentAccess.new(params.permit!.to_h)
-      block_caller_ids.each do |item|
-        next if item[:caller_id] != params['from']
 
-        xml = Builder::XmlMarkup.new(indent: 2)
+    cti = Cti::Driver::SipgateIo.new(params: local_params, config: config_integration)
-        xml.instruct!
-        content = xml.Response(onHangup: url, onAnswer: url) do
-          xml.Reject('reason' => 'busy')
-        end
 
-        send_data content, type: 'application/xml; charset=UTF-8;'
+    result = cti.process
 
-        #params['Reject'] = 'busy'
+    # check if inbound call should get rejected
-        params['comment'] = 'reject, busy'
+    if result[:action] == 'reject'
-        if params['user']
+      response_reject(result)
-          params['comment'] = "#{params['user']} -> reject, busy"
+      return true
-        end
-        Cti::Log.process(params)
-        return true
-      end
     end
 
-    Cti::Log.process(params)
+    # check if oubound call change the outbound caller_id
-
+    if result[:action] == 'set_caller_id'
-    xml = Builder::XmlMarkup.new(indent: 2)
+      response_set_caller_id(result)
-    xml.instruct!
+      return true
-    content = xml.Response(onHangup: url, onAnswer: url)
-    send_data content, type: 'application/xml; charset=UTF-8;'
-  end
-
-  # set caller id of outbound call
-  def out
-    config_outbound = config_integration[:outbound]
-    routing_table = nil
-    default_caller_id = nil
-    if config_outbound.present?
-      routing_table = config_outbound[:routing_table]
-      default_caller_id = config_outbound[:default_caller_id]
     end
 
-    xml = Builder::XmlMarkup.new(indent: 2)
+    if result[:action] == 'invalid_direction'
-    xml.instruct!
+      response_error('Invalid direction!')
-
+      return true
-    # set callerId
-    content = nil
-    to      = params[:to]
-    from    = nil
-    if to && routing_table.present?
-      routing_table.each do |row|
-        dest = row[:dest].gsub(/\*/, '.+?')
-        next if to !~ /^#{dest}$/
-
-        from = row[:caller_id]
-        content = xml.Response(onHangup: url, onAnswer: url) do
-          xml.Dial(callerId: from) { xml.Number(params[:to]) }
-        end
-        break
-      end
-      if !content && default_caller_id.present?
-        from = default_caller_id
-        content = xml.Response(onHangup: url, onAnswer: url) do
-          xml.Dial(callerId: default_caller_id) { xml.Number(params[:to]) }
-        end
-      end
-    else
-      content = xml.Response(onHangup: url, onAnswer: url)
     end
 
-    send_data(content, type: 'application/xml; charset=UTF-8;')
+    response_ok(response)
-    if from.present?
+    true
-      params['from'] = from
-    end
-    Cti::Log.process(params)
   end
 
   private
@@ -128,4 +77,30 @@ class Integration::SipgateController < ApplicationController
   def url
     "#{base_url}/#{params['direction']}"
   end
+
+  def response_reject(_result)
+    xml = Builder::XmlMarkup.new(indent: 2)
+    xml.instruct!
+    content = xml.Response(onHangup: url, onAnswer: url) do
+      xml.Reject({ reason: 'busy' })
+    end
+    send_data content, type: 'application/xml; charset=UTF-8;'
+  end
+
+  def response_set_caller_id(result)
+    xml = Builder::XmlMarkup.new(indent: 2)
+    xml.instruct!
+    content = xml.Response(onHangup: url, onAnswer: url) do
+      xml.Dial(callerId: result[:params][:from_caller_id]) { xml.Number(result[:params][:to_caller_id]) }
+    end
+    send_data(content, type: 'application/xml; charset=UTF-8;')
+  end
+
+  def response_ok(_result)
+    xml = Builder::XmlMarkup.new(indent: 2)
+    xml.instruct!
+    content = xml.Response(onHangup: url, onAnswer: url)
+    send_data content, type: 'application/xml; charset=UTF-8;'
+  end
+
 end

app/models/cti/caller_id.rb

@@ -39,6 +39,8 @@ module Cti
 
 =begin
 
+get items (users) for a certain caller id
+
   caller_id_records = Cti::CallerId.lookup('49123456789')
 
 returns
@@ -312,6 +314,30 @@ returns
       nil
     end
 
+=begin
+
+return users by caller_id
+
+  [user1, user2] = Cti::CallerId.known_agents_by_number('491234567')
+
+=end
+
+    def self.known_agents_by_number(number)
+      users = []
+      caller_ids = Cti::CallerId.extract_numbers(number)
+      caller_id_records = Cti::CallerId.lookup(caller_ids)
+      caller_id_records.each do |caller_id_record|
+        next if caller_id_record.level != 'known'
+
+        user = User.find_by(id: caller_id_record.user_id)
+        next if !user
+        next if !user.permissions?('cti.agent')
+
+        users.push user
+      end
+      users
+    end
+
     def update_cti_logs
       return if object != 'User'
 

app/models/cti/driver/base.rb

@@ -0,0 +1,223 @@
+class Cti::Driver::Base
+
+  def initialize(params = {})
+    @config = params[:config] || config
+    @params = mapping(params[:params])
+  end
+
+  def mapping(params)
+    params
+  end
+
+  def process
+
+    # validate diections
+    result = direction_check
+    return result if result.present?
+
+    # reject inbound call
+    result = reject_check
+    if result.present? && result[:action] == 'reject'
+      @params['comment'] = 'reject, busy'
+      if @params['user'].present?
+        @params['comment'] = "#{@params['user']} -> reject, busy"
+      end
+      Cti::Log.process(@params)
+      return result
+    end
+
+    # set caller id of outbound call
+    result = caller_id_rewrite(@params)
+    if result.present? && result[:action] == 'set_caller_id'
+      @params['from'] = result[:params][:from_caller_id]
+      Cti::Log.process(@params)
+      return result
+    end
+
+    log = Cti::Log.process(@params)
+
+    # push new call notifiation
+    push_incoming_call(log)
+
+    # open screen if call got answerd
+    push_open_ticket_screen(log)
+
+    result || {}
+  end
+
+  def direction_check
+
+    # check possible diections
+    if @params['direction'] != 'in' && @params['direction'] != 'out'
+      return {
+        action: 'invalid_direction',
+        params: @params
+      }
+    end
+
+    nil
+  end
+
+  def reject_check
+    return nil if @params['direction'] != 'in'
+    return nil if @params['event'] != 'newCall'
+
+    config_inbound = @config[:inbound] || {}
+    block_caller_ids = config_inbound[:block_caller_ids] || []
+
+    # check if call need to be blocked
+    block_caller_ids.each do |item|
+      next if item[:caller_id] != @params['from']
+
+      return {
+        action: 'reject'
+      }
+    end
+    nil
+  end
+
+  def caller_id_rewrite(params)
+    return nil if params['direction'] != 'out'
+    return nil if params['event'] != 'newCall'
+
+    config_outbound = @config[:outbound]
+    routing_table = nil
+    default_caller_id = nil
+    if config_outbound.present?
+      routing_table = config_outbound[:routing_table]
+      default_caller_id = config_outbound[:default_caller_id]
+    end
+
+    to = params[:to]
+    return nil if to.blank?
+
+    if routing_table.present?
+      routing_table.each do |row|
+        dest = row[:dest].gsub(/\*/, '.+?')
+        next if to !~ /^#{dest}$/
+
+        return {
+          action: 'set_caller_id',
+          params: {
+            from_caller_id: row[:caller_id],
+            to_caller_id:   params[:to],
+          }
+        }
+      end
+    end
+
+    if default_caller_id.present?
+      return {
+        action: 'set_caller_id',
+        params: {
+          from_caller_id: default_caller_id,
+          to_caller_id:   params[:to],
+        }
+      }
+    end
+
+    nil
+  end
+
+  def push_open_ticket_screen(log)
+    return if log.destroyed?
+    return if @params[:event] != 'answer'
+    return if @params[:direction] != 'in'
+
+    user = push_open_ticket_screen_recipient
+    return if !user
+    return if !user.permissions?('cti.agent')
+
+    customer_id = log.best_customer_id_of_log_entry
+
+    id = rand(999_999_999)
+    PushMessages.send_to(user.id, {
+                           event: 'remote_task',
+                           data:  {
+                             key:        "TicketCreateScreen-#{id}",
+                             controller: 'TicketCreate',
+                             params:     { customer_id: customer_id.to_s, title: 'Call', id: id },
+                             show:       true,
+                             url:        "ticket/create/id/#{id}"
+                           },
+                         })
+  end
+
+  def push_open_ticket_screen_recipient
+
+    # try to find answering which answered call
+    user = nil
+
+    # based on answeringNumber
+    if @params[:answeringNumber].present?
+      user = Cti::CallerId.known_agents_by_number(@params[:answeringNumber]).first
+    end
+
+    # based on user param
+    if !user && @params[:user].present?
+      user = User.find_by(login: @params[:user].downcase)
+    end
+
+    # based on user_id param
+    if !user && @params[:user_id].present?
+      user = User.find_by(id: @params[:user_id])
+    end
+
+    user
+  end
+
+  def push_incoming_call(log)
+    return if log.destroyed?
+    return if @params[:event] != 'newCall'
+    return if @params[:direction] != 'in'
+
+    # check if only a certain user should get the notification
+    if @config[:notify_map].present?
+      user_ids = []
+      @config[:notify_map].each do |row|
+        next if row[:user_ids].blank? || row[:queue] != @params[:to]
+
+        row[:user_ids].each do |user_id|
+          user = User.find_by(id: user_id)
+          next if !user
+          next if !user.permissions?('cti.agent')
+
+          user_ids.push user.id
+        end
+      end
+
+      # add agents which have this number directly assigned
+      Cti::CallerId.known_agents_by_number(@params[:to]).each do |user|
+        next if !user
+        next if !user.permissions?('cti.agent')
+
+        user_ids.push user.id
+      end
+
+      user_ids.uniq.each do |user_id|
+        PushMessages.send_to(
+          user_id,
+          {
+            event: 'cti_event',
+            data:  log,
+          },
+        )
+      end
+      return true
+    end
+
+    # send notify about event
+    users = User.with_permissions('cti.agent')
+    users.each do |user|
+      PushMessages.send_to(
+        user.id,
+        {
+          event: 'cti_event',
+          data:  log,
+        },
+      )
+    end
+    true
+  end
+
+end

app/models/cti/driver/cti.rb

@@ -0,0 +1,7 @@
+class Cti::Driver::Cti < Cti::Driver::Base
+
+  def config
+    Setting.get('cti_config')
+  end
+
+end

app/models/cti/driver/placetel.rb

@@ -0,0 +1,139 @@
+class Cti::Driver::Placetel < Cti::Driver::Base
+
+  def config
+    Setting.get('placetel_config')
+  end
+
+  def mapping(params)
+
+    # do event mapping
+    if params['event'] == 'IncomingCall'
+      params['direction'] = 'in'
+      params['event'] = 'newCall'
+    elsif params['event'] == 'HungUp'
+      params['event'] = 'hangup'
+    elsif params['event'] == 'CallAccepted'
+      params['event'] = 'answer'
+    end
+
+    if params['user'].blank? && params['peer'].present?
+      params['user'] = get_voip_user_by_peer(params['peer'])
+    end
+
+    # lookup current direction if not given
+    if params['direction'].blank?
+      entry = Cti::Log.find_by(call_id: params[:call_id])
+      if entry
+        params['direction'] = entry.direction
+      end
+    end
+
+    # do case mapping
+    if params['type'] == 'missed'
+      params['cause'] = 'cancel'
+    elsif params['type'] == 'voicemail'
+      params['cause'] = 'voicemail'
+    elsif params['type'] == 'blocked'
+      params['cause'] = 'blocked'
+    elsif params['type'] == 'accepted'
+      params['cause'] = 'normalClearing'
+    end
+
+    params
+  end
+
+  def push_open_ticket_screen_recipient
+
+    # try to find answering which answered call
+    user = nil
+
+    # based on peer
+    if @params['peer'].present?
+      user_id = get_user_id_by_peer(@params['peer'])
+      if user_id.present?
+        user = if User.exists?(user_id)
+                 User.find(user_id)
+               else
+                 User.find_by(email: user_id.downcase)
+               end
+      end
+    end
+
+    user
+  end
+
+  def get_voip_user_by_peer(peer)
+    load_voip_users[peer]
+  end
+
+  def load_voip_users
+    return {} if @config.blank? || @config[:api_token].blank?
+
+    list = Cache.get('placetelGetVoipUsers')
+    return list if list
+
+    response = UserAgent.post(
+      'https://api.placetel.de/api/getVoIPUsers.json',
+      {
+        api_key: @config[:api_token],
+      },
+      {
+        log:           {
+          facility: 'placetel',
+        },
+        json:          true,
+        open_timeout:  4,
+        read_timeout:  6,
+        total_timeout: 6,
+      },
+    )
+
+    if !response.success?
+      Rails.logger.error "Can't fetch getVoipUsers from '#{url}', http code: #{response.code}"
+      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
+      return {}
+    end
+    result = response.data
+    if result.blank?
+      Rails.logger.error "Can't fetch getVoipUsers from '#{url}', result: #{response.inspect}"
+      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
+      return {}
+    end
+    if result.is_a?(Hash) && (result['result'] == '-1' || result['result_code'] == 'error')
+      Rails.logger.error "Can't fetch getVoipUsers from '#{url}', result: #{result.inspect}"
+      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
+      return {}
+    end
+    if !result.is_a?(Array)
+      Rails.logger.error "Can't fetch getVoipUsers from '#{url}', result: #{result.inspect}"
+      Cache.write('placetelGetVoipUsers', {}, { expires_in: 1.hour })
+      return {}
+    end
+
+    list = {}
+    result.each do |entry|
+      next if entry['name'].blank?
+
+      if entry['uid'].present?
+        list[entry['uid']] = entry['name']
+      end
+      next if entry['uid2'].blank?
+
+      list[entry['uid2']] = entry['name']
+    end
+    Cache.write('placetelGetVoipUsers', list, { expires_in: 24.hours })
+    list
+  end
+
+  def get_user_id_by_peer(peer)
+    return if @config.blank? || @config[:user_device_map].blank?
+
+    @config[:user_device_map].each do |row|
+      next if row[:user_id].blank?
+      return row[:user_id] if row[:device_id] == peer
+    end
+
+    nil
+  end
+
+end

app/models/cti/driver/sipgate_io.rb

@@ -0,0 +1,107 @@
+class Cti::Driver::SipgateIo < Cti::Driver::Base
+
+  def config
+    Setting.get('sipgate_config')
+  end
+
+  def push_open_ticket_screen_recipient
+
+    # try to find answering which answered call
+    user = nil
+
+    # based on peer
+    if @params['userId'].present?
+      user_id = get_user_id_by_sipgate_user_id(@params['userId'])
+      if user_id.present?
+        user = if User.exists?(user_id)
+                 User.find(user_id)
+               else
+                 User.find_by(email: user_id.downcase)
+               end
+      end
+    end
+
+    user
+  end
+
+  def load_voip_users
+    return {} if @config.blank? || @config[:api_user].blank? || @config[:api_password].blank?
+
+    list = Cache.get('sipgateUserList')
+    return list if list
+
+    url = 'https://api.sipgate.com/v2/users'
+
+    response = UserAgent.get(
+      url,
+      {},
+      {
+        user:          @config[:api_user],
+        password:      @config[:api_password],
+        log:           {
+          facility: 'sipagte.io',
+        },
+        json:          true,
+        open_timeout:  4,
+        read_timeout:  6,
+        total_timeout: 6,
+      },
+    )
+
+    if !response.success?
+      Rails.logger.error "Can't fetch users from '#{url}', http code: #{response.code}"
+      Cache.write('sipgateUserList', {}, { expires_in: 1.hour })
+      return {}
+    end
+    result = response.data
+    if result.blank?
+      Rails.logger.error "Can't fetch users from '#{url}', result: #{response.inspect}"
+      Cache.write('sipgateUserList', {}, { expires_in: 1.hour })
+      return {}
+    end
+    if result.is_a?(Array) && (result['result'] == '-1' || result['result_code'] == 'error')
+      Rails.logger.error "Can't fetch users from '#{url}', result: #{result.inspect}"
+      Cache.write('sipgateUserList', {}, { expires_in: 1.hour })
+      return {}
+    end
+    if !result.is_a?(Hash)
+      Rails.logger.error "Can't fetch users from '#{url}', result: #{result.inspect}"
+      Cache.write('sipgateUserList', {}, { expires_in: 1.hour })
+      return {}
+    end
+    if result['items'].blank?
+      Rails.logger.error "Can't fetch users from '#{url}', no items found, result: #{result.inspect}"
+      Cache.write('sipgateUserList', {}, { expires_in: 1.hour })
+      return {}
+    end
+
+    list = {}
+    result['items'].each do |entry|
+      next if entry['id'].blank?
+
+      name = ''
+      %w[firstname lastname email].each do |item|
+        next if entry[item].blank?
+
+        name += ' ' if name.present?
+        name += entry[item]
+      end
+
+      list[entry['id']] = name
+    end
+    Cache.write('sipgateUserList', list, { expires_in: 24.hours })
+    list
+  end
+
+  def get_user_id_by_sipgate_user_id(user_id)
+    return if @config.blank? || @config[:user_remote_map].blank?
+
+    @config[:user_remote_map].each do |row|
+      next if row[:user_id].blank?
+      return row[:user_id] if row[:remote_user_id] == user_id
+    end
+
+    nil
+  end
+
+end

app/models/cti/log.rb

@@ -8,19 +8,20 @@ module Cti
 
     validates :state, format: { with: /\A(newCall|answer|hangup)\z/,  message: 'newCall|answer|hangup is allowed' }
 
-    after_commit :push_incoming_call, :push_caller_list_update
+    after_commit :push_caller_list_update
 
 =begin
 
   Cti::Log.create!(
     direction: 'in',
     from: '007',
-    from_comment: 'AAA',
+    from_comment: '',
     to: '008',
     to_comment: 'BBB',
     call_id: '1',
     comment: '',
     state: 'newCall',
+    done: true,
   )
 
   Cti::Log.create!(
@@ -32,6 +33,7 @@ module Cti
     call_id: '2',
     comment: '',
     state: 'answer',
+    done: true,
   )
 
   Cti::Log.create!(
@@ -43,6 +45,7 @@ module Cti
     call_id: '3',
     comment: '',
     state: 'hangup',
+    done: true,
   )
 
 example data, can be used for demo
@@ -66,7 +69,15 @@ example data, can be used for demo
           object: 'User',
           o_id: 2,
           user_id: 2,
-        }
+        },
+        {
+          caller_id: '4930726128135',
+          comment: nil,
+          level: 'maybe',
+          object: 'User',
+          o_id: 2,
+          user_id: 3,
+        },
       ]
     },
     created_at: Time.zone.now,
@@ -81,6 +92,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'newCall',
+    done: true,
     preferences: {
       to: [
         {
@@ -105,6 +117,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'answer',
+    done: true,
     preferences: {
       from: [
         {
@@ -163,6 +176,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'hangup',
+    done: true,
     start_at: Time.zone.now - 15.seconds,
     end_at: Time.zone.now,
     preferences: {
@@ -194,6 +208,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'hangup',
+    done: true,
     start_at: Time.zone.now - 15.seconds,
     end_at: Time.zone.now,
     preferences: {
@@ -225,6 +240,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'hangup',
+    done: true,
     start_at: Time.zone.now - 15.seconds,
     end_at: Time.zone.now,
     preferences: {
@@ -254,6 +270,7 @@ example data, can be used for demo
     call_id: rand(999_999_999),
     comment: '',
     state: 'hangup',
+    done: true,
     start_at: Time.zone.now - 20.seconds,
     end_at: Time.zone.now,
     preferences: {},
@@ -269,7 +286,7 @@ example data, can be used for demo
 
 =begin
 
-  Cti::Log.log
+  Cti::Log.log(current_user)
 
 returns
 
@@ -280,8 +297,8 @@ returns
 
 =end
 
-    def self.log
+    def self.log(current_user)
-      list = Cti::Log.log_records
+      list = Cti::Log.log_records(current_user)
 
       # add assets
       assets = list.map(&:preferences)
@@ -299,7 +316,7 @@ returns
 
 =begin
 
-  Cti::Log.log_records
+  Cti::Log.log_records(current_user)
 
 returns
 
@@ -307,7 +324,12 @@ returns
 
 =end
 
-    def self.log_records
+    def self.log_records(current_user)
+      cti_config = Setting.get('cti_config')
+      if cti_config[:notify_map].present?
+        return Cti::Log.where(queue: queues_of_user(current_user, cti_config)).order(created_at: :desc).limit(60)
+      end
+
       Cti::Log.order(created_at: :desc).limit(60)
     end
 
@@ -349,9 +371,15 @@ Cti::Log.process(
           to_comment = queue
         end
         from_comment, preferences = CallerId.get_comment_preferences(params['from'], 'from')
+        if queue.blank?
+          queue = params['to']
+        end
       else
         from_comment = user
         to_comment, preferences = CallerId.get_comment_preferences(params['to'], 'to')
+        if queue.blank?
+          queue = params['from']
+        end
       end
 
       log = find_by(call_id: call_id)
@@ -363,7 +391,7 @@ Cti::Log.process(
         end
         raise "call_id #{call_id} already exists!" if log
 
-        create(
+        log = create(
           direction:      params['direction'],
           from:           params['from'],
           from_comment:   from_comment,
@@ -417,29 +445,12 @@ Cti::Log.process(
       else
         raise ArgumentError, "Unknown event #{event.inspect}"
       end
-    end
 
-    def push_incoming_call
+      log
-      return true if destroyed?
-      return true if state != 'newCall'
-      return true if direction != 'in'
-
-      # send notify about event
-      users = User.with_permissions('cti.agent')
-      users.each do |user|
-        Sessions.send_to(
-          user.id,
-          {
-            event: 'cti_event',
-            data:  self,
-          },
-        )
-      end
-      true
     end
 
     def self.push_caller_list_update?(record)
-      list_ids = Cti::Log.log_records.pluck(:id)
+      list_ids = Cti::Log.order(created_at: :desc).limit(60).pluck(:id)
       return true if list_ids.include?(record.id)
 
       false
@@ -498,5 +509,54 @@ optional you can put the max oldest chat entries as argument
       parsed = TelephoneNumber.parse(to&.sub(/^\+?/, '+'))
       parsed.send(parsed.valid? ? :international_number : :original_number)
     end
+
+=begin
+
+returnes queues of user
+
+  ['queue1', 'queue2'] = Cti::Log.queues_of_user(User.find(123), config)
+
+=end
+
+    def self.queues_of_user(user, config)
+      queues = []
+      config[:notify_map]&.each do |row|
+        next if row[:user_ids].blank?
+        next if !row[:user_ids].include?(user.id.to_s) && !row[:user_ids].include?(user.id)
+
+        queues.push row[:queue]
+      end
+      if user.phone.present?
+        caller_ids = Cti::CallerId.extract_numbers(user.phone)
+        queues = queues.concat(caller_ids)
+      end
+      queues
+    end
+
+=begin
+
+return best customer id of caller log
+
+  log = Cti::Log.find(123)
+  customer_id = log.best_customer_id_of_log_entry
+
+=end
+
+    def best_customer_id_of_log_entry
+      customer_id = nil
+      if preferences[:from].present?
+        preferences[:from].each do |entry|
+          if customer_id.blank?
+            customer_id = entry[:user_id]
+          end
+          next if entry[:level] != 'known'
+
+          customer_id = entry[:user_id]
+          break
+        end
+      end
+      customer_id
+    end
+
   end
 end

config/routes/integration_sipgate.rb

@@ -1,6 +1,6 @@
 Zammad::Application.routes.draw do
 
-  match '/api/v1/sipgate/in',     to: 'integration/sipgate#in',    via: :post
+  match '/api/v1/sipgate/in',     to: 'integration/sipgate#event',    via: :post
-  match '/api/v1/sipgate/out',    to: 'integration/sipgate#out',   via: :post
+  match '/api/v1/sipgate/out',    to: 'integration/sipgate#event',   via: :post
 
 end

spec/models/cti/caller_id_spec.rb

@@ -249,6 +249,39 @@ RSpec.describe Cti::CallerId do
     end
   end
 
+  describe '.known_agents_by_number' do
+    context 'with known agent caller_id' do
+      let!(:agent_user1) { create(:agent_user, phone: '0123456') }
+      let!(:agent_user2) { create(:agent_user, phone: '0123457') }
+
+      it 'gives matching agents' do
+        expect(described_class.known_agents_by_number('49123456'))
+          .to match_array([agent_user1])
+      end
+    end
+
+    context 'with known customer caller_id' do
+      let!(:customer_user1) { create(:customer_user, phone: '0123456') }
+
+      it 'returns an empty array' do
+        expect(described_class.known_agents_by_number('49123456')).to eq([])
+      end
+    end
+
+    context 'with maybe caller_id' do
+      let(:ticket1) do
+        create(:ticket_article, created_by_id: customer_user2.id, body: 'some text 0123457') # create ticket
+        Observer::Transaction.commit
+        Scheduler.worker(true)
+      end
+      let!(:customer_user2) { create(:customer_user) }
+
+      it 'returns an empty array' do
+        expect(described_class.known_agents_by_number('49123457').count).to eq(0)
+      end
+    end
+  end
+
   describe 'callbacks' do
     subject!(:caller_id) { build(:cti_caller_id, caller_id: phone) }
 

spec/models/cti/log_spec.rb

@@ -1,11 +1,14 @@
 require 'rails_helper'
 
 RSpec.describe Cti::Log do
-  subject(:log) { create(:'cti/log') }
+  subject(:user) { create(:user, roles: Role.where(name: 'Agent'), phone: phone) }
+
+  let(:phone) { '' }
+  let(:log) { create(:'cti/log') }
 
   describe '.log' do
     it 'returns a hash with :list and :assets keys' do
-      expect(described_class.log).to be_a(Hash).and include(:list, :assets)
+      expect(described_class.log(user)).to match(hash_including(:list, :assets))
     end
 
     context 'when over 60 Log records exist' do
@@ -17,7 +20,7 @@ RSpec.describe Cti::Log do
       end
 
       it 'returns the 60 latest ones in the :list key' do
-        expect(described_class.log[:list]).to match_array(cti_logs.last(60))
+        expect(described_class.log(user)[:list]).to match_array(cti_logs.last(60))
       end
     end
 
@@ -25,10 +28,52 @@ RSpec.describe Cti::Log do
       subject!(:cti_log) { create(:'cti/log', preferences: { from: [caller_id] }) }
 
       let(:caller_id) { create(:caller_id) }
-      let(:user) { User.find_by(id: caller_id.user_id) }
+      let(:caller_user) { User.find_by(id: caller_id.user_id) }
 
       it 'returns a hash of the CallerId Users and their assets in the :assets key' do
-        expect(described_class.log[:assets]).to eq(user.assets({}))
+        expect(described_class.log(user)[:assets]).to eq(caller_user.assets({}))
+      end
+    end
+
+    context 'when a notify map is defined' do
+      subject!(:cti_logs) do
+        [create(:'cti/log', queue: 'queue0'),
+         create(:'cti/log', queue: 'queue2'),
+         create(:'cti/log', queue: 'queue3'),
+         create(:'cti/log', queue: 'queue4')]
+      end
+
+      before do
+        cti_config = Setting.get('cti_config')
+        cti_config[:notify_map] = [ { queue: 'queue4', user_ids: [user.id.to_s] } ]
+        Setting.set('cti_config', cti_config)
+      end
+
+      it 'returns one matching log record' do
+
+        expect(described_class.log(user)[:list]).to match_array([cti_logs[3]])
+      end
+    end
+
+  end
+
+  describe '.push_caller_list_update?' do
+    let!(:existing_logs) { create_list(:'cti/log', 60) }
+    let(:log) { create(:'cti/log') }
+
+    context 'when given log is older than existing logs' do
+      before { travel(-10.seconds) }
+
+      it 'return false' do
+        expect(described_class.push_caller_list_update?(log)).to eq false
+      end
+    end
+
+    context 'when given log is newer than existing logs' do
+      before { travel(10.seconds) }
+
+      it 'return true' do
+        expect(described_class.push_caller_list_update?(log)).to eq true
       end
     end
   end
@@ -52,12 +97,25 @@ RSpec.describe Cti::Log do
       let(:event) { 'newCall' }
 
       context 'with unrecognized "call_id"' do
-        it 'creates a new Log record (#state: "newCall", #done: false)' do
+        it 'creates a new Log record' do
           expect { described_class.process(attributes) }
             .to change(described_class, :count).by(1)
 
           expect(described_class.last.attributes)
-            .to include('state' => 'newCall', 'done' => false)
+            .to include(
+              'call_id'      => '1',
+              'state'        => 'newCall',
+              'done'         => false,
+              'queue'        => '49123457',
+              'from'         => '49123456',
+              'from_comment' => nil,
+              'from_pretty'  => '49123456',
+              'start_at'     => nil,
+              'end_at'       => nil,
+              'to'           => '49123457',
+              'to_comment'   => 'user 1',
+              'to_pretty'    => '49123457'
+            )
         end
 
         context 'for direction "in", with a CallerId record matching the "from" number' do
@@ -178,6 +236,93 @@ RSpec.describe Cti::Log do
         end
       end
     end
+
+    context 'for preferences.from verification' do
+      subject(:log) do
+        described_class.process(attributes)
+      end
+
+      let(:customer_user_of_ticket) { create(:customer_user) }
+      let(:ticket_sample) do
+        create(:ticket_article, created_by_id: customer_user_of_ticket.id, body: 'some text 0123457')
+        Observer::Transaction.commit
+        Scheduler.worker(true)
+      end
+      let(:caller_id) { '0123456' }
+      let(:attributes) do
+        {
+          'cause'     => '',
+          'event'     => 'newCall',
+          'user'      => 'user 1',
+          'from'      => caller_id,
+          'to'        => '49123450',
+          'call_id'   => '1',
+          'direction' => 'in',
+        }
+      end
+
+      context 'with now related customer' do
+        it 'gives no caller information' do
+          expect(log.preferences[:from]).to eq(nil)
+        end
+      end
+
+      context 'with related known customer' do
+        let!(:customer_user) { create(:customer_user, phone: '0123456') }
+
+        it 'gives caller information' do
+          expect(log.preferences[:from].count).to eq(1)
+          expect(log.preferences[:from].first)
+            .to include(
+              'level'   => 'known',
+              'user_id' => customer_user.id,
+            )
+        end
+      end
+
+      context 'with related known customers' do
+        let!(:customer_user1) { create(:customer_user, phone: '0123456') }
+        let!(:customer_user2) { create(:customer_user, phone: '0123456') }
+
+        it 'gives caller information' do
+          expect(log.preferences[:from].count).to eq(2)
+          expect(log.preferences[:from].first)
+            .to include(
+              'level'   => 'known',
+              'user_id' => customer_user2.id,
+            )
+        end
+      end
+
+      context 'with related maybe customer' do
+        let(:caller_id) { '0123457' }
+        let!(:ticket) { ticket_sample }
+
+        it 'gives caller information' do
+          expect(log.preferences[:from].count).to eq(1)
+          expect(log.preferences[:from].first)
+            .to include(
+              'level'   => 'maybe',
+              'user_id' => customer_user_of_ticket.id,
+            )
+        end
+      end
+
+      context 'with related maybe and known customer' do
+        let(:caller_id) { '0123457' }
+        let!(:customer) { create(:customer_user, phone: '0123457') }
+        let!(:ticket) { ticket_sample }
+
+        it 'gives caller information' do
+          expect(log.preferences[:from].count).to eq(1)
+          expect(log.preferences[:from].first)
+            .to include(
+              'level'   => 'known',
+              'user_id' => customer.id,
+            )
+        end
+      end
+    end
   end
 
   describe 'Callbacks -' do
@@ -280,6 +425,71 @@ RSpec.describe Cti::Log do
     end
   end
 
+  describe '.queues_of_user' do
+    context 'without notify_map and no own phone number' do
+      it 'gives an empty array' do
+        expect(described_class.queues_of_user(user, Setting.get('cti_config'))).to eq([])
+      end
+    end
+
+    context 'with notify_map and no own phone number' do
+      before do
+        cti_config = Setting.get('cti_config')
+        cti_config[:notify_map] = [ { queue: 'queue4', user_ids: [user.id.to_s] } ]
+        Setting.set('cti_config', cti_config)
+      end
+
+      it 'gives an array with queue' do
+        expect(described_class.queues_of_user(user, Setting.get('cti_config'))).to eq(['queue4'])
+      end
+    end
+
+    context 'with notify_map and with own phone number' do
+      let(:phone) { '012345678' }
+
+      before do
+        cti_config = Setting.get('cti_config')
+        cti_config[:notify_map] = [ { queue: 'queue4', user_ids: [user.id.to_s] } ]
+        Setting.set('cti_config', cti_config)
+      end
+
+      it 'gives an array with queue and phone number' do
+        expect(described_class.queues_of_user(user, Setting.get('cti_config'))).to eq(%w[queue4 4912345678])
+      end
+    end
+  end
+
+  describe '#best_customer_id_of_log_entry' do
+    subject(:log1) do
+      described_class.process(
+        'event'     => 'newCall',
+        'user'      => 'user 1',
+        'from'      => '01234599',
+        'to'        => '49123450',
+        'call_id'   => '1',
+        'direction' => 'in',
+      )
+    end
+
+    let!(:agent1) { create(:agent_user, phone: '01234599') }
+    let!(:customer2) { create(:customer_user, phone: '') }
+    let!(:ticket_article1) { create(:ticket_article, created_by_id: customer2.id, body: 'some text 01234599') }
+
+    context 'with agent1 (known), customer1 (known) and customer2 (maybe)' do
+      let!(:customer1) { create(:customer_user, phone: '01234599') }
+
+      it 'gives customer1' do
+        expect(log1.best_customer_id_of_log_entry).to eq(customer1.id)
+      end
+    end
+
+    context 'with agent1 (known) and customer2 (maybe)' do
+      it 'gives customer2' do
+        expect(log1.best_customer_id_of_log_entry).to eq(agent1.id)
+      end
+    end
+  end
+
   describe '#to_json' do
     it 'includes virtual attributes' do
       expect(log.as_json).to include('from_pretty', 'to_pretty')

spec/requests/integration/cti_spec.rb

@@ -61,10 +61,6 @@ RSpec.describe 'Integration CTI', type: :request do
                         note:      'some note',
                       }
                     ],
-                    notify_user_ids:  {
-                      2 => true,
-                      4 => false,
-                    },
                   }
                 })
 
@@ -72,29 +68,47 @@ RSpec.describe 'Integration CTI', type: :request do
   end
 
   describe 'request handling' do
+    let!(:token) { Setting.get('cti_token') }
 
     it 'does token check' do
-      params = 'event=newCall&direction=in&from=4912347114711&to=4930600000000&call_id=4991155921769858278-1&user%5B%5D=user+1&user%5B%5D=user+2'
+      post '/api/v1/cti/not_existing_token', params: {
-      post '/api/v1/cti/not_existing_token', params: params
+        event:     'newCall',
+        direction: 'in',
+        from:      '4912347114711',
+        to:        '4930600000000',
+        call_id:   '4991155921769858278-1',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:unauthorized)
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response['error']).to eq('Invalid token, please contact your admin!')
     end
 
     it 'does basic call' do
-      token = Setting.get('cti_token')
 
       # inbound - I
-      params = 'event=newCall&direction=in&from=4912347114711&to=4930600000000&call_id=4991155921769858278-1&user%5B%5D=user+1&user%5B%5D=user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        from:      '4912347114711',
+        to:        '4930600000000',
+        call_id:   '4991155921769858278-1',
+        user:      ['user+1', 'user+2'],
+      }
       expect(response).to have_http_status(:ok)
 
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response).to be_blank
 
       # inbound - II - block caller
-      params = 'event=newCall&direction=in&from=491715000000&to=4930600000000&call_id=4991155921769858278-2&user%5B%5D=user+1&user%5B%5D=user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        from:      '491715000000',
+        to:        '4930600000000',
+        call_id:   '4991155921769858278-2',
+        user:      ['user+1', 'user+2'],
+      }
       expect(response).to have_http_status(:ok)
 
       expect(json_response).to be_a_kind_of(Hash)
@@ -102,8 +116,14 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(json_response['reason']).to eq('busy')
 
       # outbound - I - set default_caller_id
-      params = 'event=newCall&direction=out&from=4930600000000&to=4912347114711&call_id=8621106404543334274-3&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '8621106404543334274-3',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:ok)
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response['action']).to eq('dial')
@@ -111,8 +131,14 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(json_response['caller_id']).to eq('4930777000000')
 
       # outbound - II - set caller_id based on routing_table by explicite number
-      params = 'event=newCall&direction=out&from=4930600000000&to=491714000000&call_id=8621106404543334274-4&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '491714000000',
+        call_id:   '8621106404543334274-4',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:ok)
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response['action']).to eq('dial')
@@ -120,8 +146,14 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(json_response['caller_id']).to eq('41715880339000')
 
       # outbound - III - set caller_id based on routing_table by 41*
-      params = 'event=newCall&direction=out&from=4930600000000&to=4147110000000&call_id=8621106404543334274-5&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4147110000000',
+        call_id:   '8621106404543334274-5',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:ok)
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response['action']).to eq('dial')
@@ -130,8 +162,15 @@ RSpec.describe 'Integration CTI', type: :request do
 
       # no config
       Setting.set('cti_config', {})
-      params = 'event=newCall&direction=in&from=4912347114711&to=4930600000000&call_id=4991155921769858278-6&user%5B%5D=user+1&user%5B%5D=user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        from:      '4912347114711',
+        to:        '4930600000000',
+        call_id:   '4991155921769858278-6',
+        user:      ['user+1', 'user+2'],
+
+      }
       expect(response).to have_http_status(:unprocessable_entity)
       expect(json_response).to be_a_kind_of(Hash)
       expect(json_response['error']).to eq('Feature not configured, please contact your admin!')
@@ -139,11 +178,16 @@ RSpec.describe 'Integration CTI', type: :request do
     end
 
     it 'does log call' do
-      token = Setting.get('cti_token')
 
       # outbound - I - new call
-      params = 'event=newCall&direction=out&from=4930600000000&to=4912347114711&call_id=1234567890-1&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-1',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-1')
       expect(log).to be_truthy
@@ -153,7 +197,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.from_comment).to eq('user 1')
       expect(log.to_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930777000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -165,8 +209,12 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 2.seconds
 
       # outbound - I - hangup by agent
-      params = 'event=hangup&direction=out&call_id=1234567890-1&cause=cancel'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'hangup',
+        direction: 'out',
+        call_id:   '1234567890-1',
+        cause:     'cancel',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-1')
       expect(log).to be_truthy
@@ -176,7 +224,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.from_comment).to eq('user 1')
       expect(log.to_comment).to eq('CallerId Customer1')
       expect(log.comment).to eq('cancel')
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930777000000')
       expect(log.state).to eq('hangup')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -186,8 +234,14 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.duration_talking_time).to be_nil
 
       # outbound - II - new call
-      params = 'event=newCall&direction=out&from=4930600000000&to=4912347114711&call_id=1234567890-2&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-2',
+        user:      ['user 1'],
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-2')
       expect(log).to be_truthy
@@ -197,7 +251,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.from_comment).to eq('user 1')
       expect(log.to_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930777000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -209,8 +263,13 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 2.seconds
 
       # outbound - II - answer by customer
-      params = 'event=answer&direction=out&call_id=1234567890-2&from=4930600000000&to=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'answer',
+        direction: 'out',
+        call_id:   '1234567890-2',
+        from:      '4930600000000',
+        to:        '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-2')
       expect(log).to be_truthy
@@ -220,7 +279,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.from_comment).to eq('user 1')
       expect(log.to_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930777000000')
       expect(log.state).to eq('answer')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -232,8 +291,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 2.seconds
 
       # outbound - II - hangup by customer
-      params = 'event=hangup&direction=out&call_id=1234567890-2&cause=normalClearing&from=4930600000000&to=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'hangup',
+        direction: 'out',
+        call_id:   '1234567890-2',
+        cause:     'normalClearing',
+        from:      '4930600000000',
+        to:        '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-2')
       expect(log).to be_truthy
@@ -243,7 +308,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.from_comment).to eq('user 1')
       expect(log.to_comment).to eq('CallerId Customer1')
       expect(log.comment).to eq('normalClearing')
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930777000000')
       expect(log.state).to eq('hangup')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -255,8 +320,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - I - new call
-      params = 'event=newCall&direction=in&to=4930600000000&from=4912347114711&call_id=1234567890-3&user%5B%5D=user+1'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        call_id:   '1234567890-3',
+        user:      'user 1',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-3')
       expect(log).to be_truthy
@@ -266,7 +337,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('user 1')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -278,8 +349,13 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - I - answer by customer
-      params = 'event=answer&direction=in&call_id=1234567890-3&to=4930600000000&from=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'answer',
+        direction: 'in',
+        call_id:   '1234567890-3',
+        to:        '4930600000000',
+        from:      '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-3')
       expect(log).to be_truthy
@@ -289,7 +365,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('user 1')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('answer')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -301,8 +377,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - I - hangup by customer
-      params = 'event=hangup&direction=in&call_id=1234567890-3&cause=normalClearing&to=4930600000000&from=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'hangup',
+        direction: 'in',
+        call_id:   '1234567890-3',
+        cause:     'normalClearing',
+        to:        '4930600000000',
+        from:      '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-3')
       expect(log).to be_truthy
@@ -312,7 +394,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('user 1')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to eq('normalClearing')
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('hangup')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -324,18 +406,24 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - II - new call
-      params = 'event=newCall&direction=in&to=4930600000000&from=4912347114711&call_id=1234567890-4&user%5B%5D=user+1,user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        call_id:   '1234567890-4',
+        user:      ['user 1', 'user 2'],
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-4')
       expect(log).to be_truthy
       expect(log.to).to eq('4930600000000')
       expect(log.from).to eq('4912347114711')
       expect(log.direction).to eq('in')
-      expect(log.to_comment).to eq('user 1,user 2')
+      expect(log.to_comment).to eq('user 1, user 2')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -347,8 +435,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - II - answer by voicemail
-      params = 'event=answer&direction=in&call_id=1234567890-4&to=4930600000000&from=4912347114711&user=voicemail'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'answer',
+        direction: 'in',
+        call_id:   '1234567890-4',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        user:      'voicemail',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-4')
       expect(log).to be_truthy
@@ -358,7 +452,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('voicemail')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('answer')
       expect(log.done).to eq(true)
       expect(log.initialized_at).to be_truthy
@@ -370,8 +464,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - II - hangup by customer
-      params = 'event=hangup&direction=in&call_id=1234567890-4&cause=normalClearing&to=4930600000000&from=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'hangup',
+        direction: 'in',
+        call_id:   '1234567890-4',
+        cause:     'normalClearing',
+        to:        '4930600000000',
+        from:      '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-4')
       expect(log).to be_truthy
@@ -381,7 +481,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('voicemail')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to eq('normalClearing')
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('hangup')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -393,8 +493,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - III - new call
-      params = 'event=newCall&direction=in&to=4930600000000&from=4912347114711&call_id=1234567890-5&user%5B%5D=user+1,user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        call_id:   '1234567890-5',
+        user:      'user 1,user 2',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-5')
       expect(log).to be_truthy
@@ -404,7 +510,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('user 1,user 2')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -416,8 +522,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - III - hangup by customer
-      params = 'event=hangup&direction=in&call_id=1234567890-5&cause=normalClearing&to=4930600000000&from=4912347114711'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'hangup',
+        direction: 'in',
+        call_id:   '1234567890-5',
+        cause:     'normalClearing',
+        to:        '4930600000000',
+        from:      '4912347114711',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-5')
       expect(log).to be_truthy
@@ -427,7 +539,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.to_comment).to eq('user 1,user 2')
       expect(log.from_comment).to eq('CallerId Customer1')
       expect(log.comment).to eq('normalClearing')
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('hangup')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -439,8 +551,14 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - IV - new call
-      params = 'event=newCall&direction=in&to=4930600000000&from=49999992222222&call_id=1234567890-6&user%5B%5D=user+1,user+2'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '49999992222222',
+        call_id:   '1234567890-6',
+        user:      'user 1,user 2',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-6')
       expect(log).to be_truthy
@@ -452,7 +570,7 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.preferences['to']).to be_falsey
       expect(log.preferences['from']).to be_truthy
       expect(log.comment).to be_nil
-      expect(log.queue).to be_nil
+      expect(log.queue).to eq('4930600000000')
       expect(log.state).to eq('newCall')
       expect(log.done).to eq(false)
       expect(log.initialized_at).to be_truthy
@@ -464,8 +582,15 @@ RSpec.describe 'Integration CTI', type: :request do
       travel 1.second
 
       # inbound - IV - new call
-      params = 'event=newCall&direction=in&to=4930600000000&from=anonymous&call_id=1234567890-7&user%5B%5D=user+1,user+2&queue=some_queue_name'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      'anonymous',
+        call_id:   '1234567890-7',
+        user:      'user 1,user 2',
+        queue:     'some_queue_name',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-7')
       expect(log).to be_truthy
@@ -486,10 +611,10 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.duration_waiting_time).to be_nil
       expect(log.duration_talking_time).to be_nil
 
-      # get caller list
       get '/api/v1/cti/log'
       expect(response).to have_http_status(:unauthorized)
 
+      # get caller list
       authenticated_as(agent_user)
       get '/api/v1/cti/log', as: :json
       expect(response).to have_http_status(:ok)
@@ -515,12 +640,110 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(json_response['list'][6]['call_id']).to eq('1234567890-1')
     end
 
+    it 'does log call with notify group with two a log entry' do
+
+      # outbound - I - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-1',
+        user:      'user 1',
+      }
+      expect(response).to have_http_status(:ok)
+
+      # outbound - II - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-2',
+        user:      'user 1',
+      }
+
+      # inbound - III - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        call_id:   '1234567890-5',
+        user:      'user 1,user 2',
+      }
+      expect(response).to have_http_status(:ok)
+
+      # get caller list (with notify group with 2 log entries)
+      cti_config = Setting.get('cti_config')
+      cti_config[:notify_map] = [{ queue: '4930777000000', user_ids: [agent_user.id.to_s] }]
+      Setting.set('cti_config', cti_config)
+
+      authenticated_as(agent_user)
+      get '/api/v1/cti/log', as: :json
+
+      expect(response).to have_http_status(:ok)
+      expect(json_response.dig('assets', 'User')).not_to be(nil)
+      expect(json_response['list'].map { |x| x['call_id'] }).to match_array(%w[1234567890-1 1234567890-2])
+    end
+
+    it 'does log call with notify group without a log entry' do
+
+      # outbound - I - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-1',
+        user:      'user 1',
+      }
+      expect(response).to have_http_status(:ok)
+
+      # outbound - II - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'out',
+        from:      '4930600000000',
+        to:        '4912347114711',
+        call_id:   '1234567890-2',
+        user:      'user 1',
+      }
+
+      # inbound - III - new call
+      post "/api/v1/cti/#{token}", params: {
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      '4912347114711',
+        call_id:   '1234567890-5',
+        user:      'user 1,user 2',
+      }
+      expect(response).to have_http_status(:ok)
+
+      # get caller list (with notify group without a log entry)
+      cti_config = Setting.get('cti_config')
+      cti_config[:notify_map] = [{ queue: '4912347114711', user_ids: [agent_user.to_s] }]
+      Setting.set('cti_config', cti_config)
+
+      authenticated_as(agent_user)
+      get '/api/v1/cti/log', as: :json
+      expect(response).to have_http_status(:ok)
+      expect(json_response['list']).to eq([])
+    end
+
     it 'does queue param tests' do
-      token = Setting.get('cti_token')
 
       # inbound - queue & user
-      params = 'event=newCall&direction=in&to=4930600000000&from=anonymous&call_id=1234567890-1&user%5B%5D=user+1,user+2&queue=some_queue_name'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      'anonymous',
+        call_id:   '1234567890-1',
+        user:      'user 1,user 2',
+        queue:     'some_queue_name',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-1')
       expect(log).to be_truthy
@@ -542,8 +765,15 @@ RSpec.describe 'Integration CTI', type: :request do
       expect(log.duration_talking_time).to be_nil
 
       # inbound - queue & no user
-      params = 'event=newCall&direction=in&to=4930600000000&from=anonymous&call_id=1234567890-2&user%5B%5D=&queue=some_queue_name'
+      post "/api/v1/cti/#{token}", params: {
-      post "/api/v1/cti/#{token}", params: params
+        event:     'newCall',
+        direction: 'in',
+        to:        '4930600000000',
+        from:      'anonymous',
+        call_id:   '1234567890-2',
+        user:      '',
+        queue:     'some_queue_name',
+      }
       expect(response).to have_http_status(:ok)
       log = Cti::Log.find_by(call_id: '1234567890-2')
       expect(log).to be_truthy

test/browser/integration_cti_test.rb

@@ -153,7 +153,7 @@ class IntegrationCtiTest < TestCase
   end
 
   # Regression test for #2096
-  def test_inactive_users_displayed_with_strikethrough_in_caller_log
+  def test_inactive_users_displayed_inactive_in_caller_log
     id = rand(99_999_999)
 
     @browser = browser_instance
@@ -205,10 +205,10 @@ class IntegrationCtiTest < TestCase
     # view caller log
     click(css: 'a[href="#cti"]')
 
-    # assertion: names appear in strikethrough
+    # assertion: names appear in inactive
     match(
-      css:   'span.is-inactive',
+      css:   'span.avatar--inactive',
-      value: 'John Doe',
+      value: 'JD',
     )
   end
 
@@ -279,12 +279,12 @@ class IntegrationCtiTest < TestCase
 
     # assertions: Caller ID includes user organization
     match(
-      css:   '.js-callerLog tr:first-of-type span.user-popover',
+      css:   '.js-callerLog tr:first-of-type div.user-popover',
       value: 'John Doe (Zammad Foundation)',
     )
 
     match(
-      css:   '.js-callerLog tr:last-of-type span.user-popover',
+      css:   '.js-callerLog tr:last-of-type div.user-popover',
       value: 'John Doe (Zammad Foundation)',
     )
   end